Customer Technical Specialist

Peraton•Grand Rapids, MI

4d•Onsite

About The Position

Peraton is hiring Customer Technical Specialists to provide IT operational and project support for the Department of Homeland Security (DHS) and Transportation Security Administration (TSA) at airports across the U.S. The role supports the Federal Security Director, staff, and screening workforce by delivering professional technical services and technologies at airport and off-site locations. It also provides technical guidance for information systems operations, monitors service delivery against contracted service level agreements, exercises judgment to maintain IT operations, recommends improvements, and supports Operations and Maintenance (O&M) project activities. The position requires on-site work in Grand Rapids, Michigan, and travel of up to 25% as needed. The specialist provides hands-on support for end-user devices, network infrastructure, communications equipment, and transportation security systems; troubleshoots issues remotely and in person; installs and configures equipment; maintains accurate ticket, asset, inventory, and configuration records; and coordinates desk-side support. The role may involve direct assistance to senior government personnel in high-profile environments. The work requires walking long distances and spending more than four hours per day on foot, lifting 40–50 pounds, transporting equipment on carts, and working under desks or at patch panels. Physical activity may also include climbing ladders, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, and using hand tools. The employee must have close visual acuity for tasks such as viewing a computer terminal and may be exposed to moving mechanical parts, vehicles, and electrical current.

Requirements

Bachelor’s degree and 0 years of experience, or an associate degree and 2 years of experience, or a high school diploma/equivalent and 4 years of experience.
U.S. citizenship.
Ability to obtain and maintain a DHS Entrance on Duty (EOD) clearance.
Experience supporting end-user IT hardware and software in a desk-side or field service environment.
Experience supporting a variety of IT technologies, including laptops and mobile devices.
Excellent communication skills and the ability to support senior-level government staff professionally.
Ability to work on-site in Grand Rapids, Michigan, and travel up to 25% as needed.
Ability to spend more than four hours per day on foot and walk long distances in airport and office environments.
Ability to lift 40–50 pounds and push or pull carts to transport equipment.
Ability to kneel, bend, and reach under desks and connect or repair cabling, including patch cables between patch panels and network switches.
Ability to perform physical activities including climbing ladders, stooping, crouching, reaching, walking, pushing, pulling, lifting, grasping, and using hand tools.
Close visual acuity to perform activities such as viewing a computer terminal.
Ability to work near hazards such as moving mechanical parts, moving vehicles, and electrical current.

Nice To Haves

Prior experience supporting DHS or other federal agencies.
Industry certifications such as CompTIA A+, Network+, Cisco, or Microsoft credentials.
Familiarity with Cisco switch installations and complex fiber backbone configurations.
Working knowledge of Cat6 and fiber patching, installation, and repairs.

Responsibilities

Provide hands-on technical support for Cisco switches, fiber backbones, network infrastructure, desktops, laptops, tablets, printers, scanners, peripherals, VoIP phones, cell phones, video teleconferencing (VTC) units, duress alarms, and eTAS clocks.
Troubleshoot and resolve hardware, software, and network issues remotely and in person.
Install and configure end-user devices, mobile devices, VTC units, and peripherals.
Support fiber backbones, patch panels, and network interconnectivity to ensure secure and reliable communications.
Log and manage updates through a ticketing system and maintain accurate asset and configuration records.
Conduct routine IT inventory audits, update cabinet documentation, and keep equipment records current.
Recommend technology and process improvements to Peraton leadership to enhance service delivery and customer experience.
Provide professional technical support, including direct assistance to senior government personnel.
Support end-user hardware and software, including COTS, GOTS, and web applications; network infrastructure; VoIP; audiovisual display systems; and analog and wireless technologies.
Schedule and coordinate desk-side support for new software installations and hardware or software break/fix activities.
Investigate and resolve connectivity issues related to end users, site infrastructure, and STIP IT equipment.
Provide IT operational and project support to the Federal Security Director, staff, and screening workforce while adhering to contracted service level agreements.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Health savings account
Short- and long-term disability
Employee assistance program (EAP)
Parental leave
401(k)
Paid time off (PTO) for vacation
Company-paid holidays
Depending on the position, eligibility for overtime, shift differential, and a discretionary bonus